Refund policy
Return and Refund Policy
At Kenzuu, we are keen to provide the best service to our customers worldwide. If you are not completely satisfied with your purchase, we are here to help.
1. Return Window
Customers have the right to request a return within 14 days of receiving the order.
2. Condition of Returned Product and Hygiene Exceptions
- Basic Condition: We accept returns for any reason (including a change of mind) provided the product is in its original "New" condition, unused, undamaged, with all accessories, original packaging, and tags attached.
- Hygiene Exceptions: For health reasons and public safety, underwear and lingerie products are non-returnable and non-exchangeable unless a damaged or incorrect product was received.
3. Return Shipping Costs
- In case of a defect or error in the product: We bear all shipping costs.
- In case of a change of mind: The customer bears the cost of return shipping to the designated address for their region.
4. Return Request Steps and Addresses
To initiate a return process, please contact us via email at help@kenzuu.com and provide your order number and photos of the product (in case of a defect). Once approved, you will be directed to send the product to the designated address for your region:
-
USA Returns:
KENZUU
631 Ridgely St Dover KN1374, DE 19904, USA
(Freight Gate 03–08) -
Australia Returns:
KENZUU
11 Bullecourt Ave BOX N1034, Milperra NSW 2214, Australia -
Germany Returns:
KENZUU - SellerX Fulfillment
Am Lilograben 6-8, 14979 Großbeeren-Heinersdorf, Germany -
Saudi Arabia Returns:
Al Ludam Al Janubi Dist. Building N 3189
WADI AD DAWASIR, Riyadh Region 18412
Saudi Arabia -
United Kingdom Returns:
KENZUU
11C Stephenson Rd, Clacton-on-Sea CO15 4XA, United Kingdom
5. Refund Processing Time
Once we receive the returned product at our warehouses, our team will inspect it within 1-2 business days. Upon approval, the refund will be processed and sent to your original payment method within a maximum of 7 days.